Table with information not posting as a comment in a ticket created via email

Martinbill83

Part of a ticket creation process we have is to have a requested participant (cc'd on an email to create a ticket) reply all and fill out a table in an email with needed information.

 

What we're finding is that if they reply and add any additional text or have a signature block, that is the only part of the reply that makes it into the ticket. However, if the user deletes their signature, the entire table including the information they've entered gets posted as a comment on the ticket.

 

Is this expected behavior and/or is there a way to make the table in the reply show even if there is a signature/additional text outside the table added?

Darryl Lee

Hey @Martinbill83 - yes, this is expected behavior as part of the default Mail Handler.

Jira's default is to only include the "replied" text to eliminate extraneous text in comments. 

There are a few other options though, as detailed in the documentation for Mail handlers.

 Jira provides the following default mail handlers:

• Create a new issue or add a comment to an existing issue
• Add a comment from the non quoted email body
• Add a comment with the entire email body
• Create a new issue from each email message
• Add a comment before a specified marker or separator in the email body

You'll probably want to test a bit, but if you use Add a comment with the entire email body, then you should get what you're looking for, with the caveat that each comment will contain the full email.

One thing you might consider is using a project-specific email address and handler for this particular project, so that other projects don't end up with extra text in comments.